Manager, DevSecOps Production Support

Request Technology, LLC; Chicago (IL); On-site; USD 120,000 - 180,000; Full time

Job summary

Request Technology, LLC is seeking an experienced Platform Operations Lead in Chicago to steer a 6-10-person L1/L2 team responsible for production support, incident management, and SLA enforcement. The role oversees runbooks, alert tuning, automation initiatives, and cross-team incident resolution to ensure reliable service delivery.

The position requires strong experience in regulated environments, deployment pipelines, Kubernetes, Kafka, and Vault, with a focus on reducing toil and improving

Qualifications

• 5+ years in hands-on environment operations or production support.
• Experience across deployment pipelines, container platforms, middleware, incident management, monitoring, release engineering, or scripting.
• Defined and enforced SLA frameworks in tiered support models (L1/L2/L3).
• Familiar with regulated production environments, change governance, and access controls.

Responsibilities

• Lead a team of 6-10 L1 and L2 support engineers.
• Manage scheduling for 24x7 production support coverage and on-call rotations.
• Conduct talent management: performance reviews, feedback, and goals.
• Ensure incident documentation: symptoms, diagnostics, resolution, RCA.
• Maintain runbook library and publish resolutions to L1.
• Lead alert tuning and noise reduction across monitoring tools.
• Drive automation and tooling to reduce toil and speed triage.
• Define, publish, and enforce SLA targets.
• Monitor SLA compliance in real time and escalate breaches.
• Lead incident response across deployments, middleware, and platform.
• Escalate complex incidents as Tier 3 across Platform, S&I, Security, App Dev.

Skills

Production operations

Incident management

SLA frameworks

Regulated environments

Tools

Harness

Jenkins

GitHub

Kubernetes

Kafka

HashiCorp Vault

Splunk

Dynatrace

Datadog

AppDynamics

Prometheus

Grafana

Job description

*We are unable to provide sponsorship for this role*

Qualifications

• 5+ years of hands-on environment operations, production support, or infrastructure operations experience
• Experience across: application deployment pipelines, container platform operations, middleware support, incident management, monitoring and observability, configuration management, release engineering, platform operations, or scripting and automation.
• Demonstrated experience defining and enforcing SLA frameworks in a tiered support model (L1/L2/L3 or equivalent).
• Familiarity with financial services or other regulated-industry production environments including knowledge of change governance, audit requirements, and production access controls.

Technical skillset

• Harness (continuous delivery pipelines, deployment verification, rollback automation), Jenkins (CI/CD pipeline management, job configuration, build troubleshooting), GitHub (branching strategies, pull request workflows, pipeline integration).
• Kubernetes (k8s) pod lifecycle management, namespace operations, log retrieval, resource troubleshooting, and coordination with Platform teams on cluster-level issues.
• Apache Kafka topic management, consumer group monitoring, lag analysis, and escalation to Platform for broker-level issues.
• HashiCorp Vault - secrets retrieval, token/lease troubleshooting, policy review, and escalation to Security teams for certificate and secrets rotation.
• Proficiency in at least two production monitoring toolsets (e.g. Splunk, Dynatrace, Datadog, AppDynamics, Prometheus/Grafana) alert triage, dashboard interpretation, log analysis, and tuning requests.
• Working knowledge of middleware infrastructure including application servers, messaging brokers, storage integrations, and network-layer dependencies sufficient to triage, gather diagnostics, and route correctly to L3.

Responsibilities

• Lead a team of 6-10 L1 and L2 support engineers
• Manage team scheduling to ensure full coverage of production support windows including on-call rotations, shift handoffs, and escalation availability for 24x7 support responsibilities.
• Perform all talent management functions including performance reviews, direct and timely feedback, goal setting, and administrative functions as required.
• Ensure accurate, complete documentation for every incident — symptoms, steps taken, diagnostics, resolution, and RCA where applicable.
• Own the runbook library - every novel resolution produces a runbook published to L1 before the incident is closed; coverage gaps are tracked and closed sprint-on-sprint.
• Lead alert tuning and noise reduction initiatives across monitoring toolsets - on-call engineers are paged for situations requiring human judgement, not system noise.
• Lead automation and tooling initiatives to reduce toil, accelerate triage, and eliminate manual steps from the support workflow.
• Define, publish, and enforce SLA targets
• Monitor SLA compliance in real time; escalation breaches immediately and report trends to leadership on a sprint cadence.
• Lead L1 and L2 support engineers in all incident response activities including triage, investigation, coordination, resolution, closure, and post-incident reporting.
• Oversee technical analysis of environment incidents across application deployments, middleware, and platform layers while coordinating response activities with internal engineering, platform, and application development teams.
• Serve as Tier 3 escalation point for complex incidents beyond L2 capability - triaging, directing, and driving resolution across Platform (k8s, Kafka, TFE), S&I (deployment, middleware, storage, network), Security (Vault, certs, secrets), and App Dev teams.